Storage FAQs

All FAQs

How do I set up the Bluetooth Smart Entry app?

Setting up your Bluetooth Smart Entry app is easy. You can check the details here or follow these steps below:

1. Download the National Storage Smart Entry app on your phone – you’ll be provided with a link to do so on your move in date.
2. Open the app and enter your email address or phone number linked to your account.
3. Once you hit “Next”, you’ll get an SMS with a temporary code to fill in the app.
4. Then, fill in your details, create a password and click on “Confirm Account”.

 

What do I do if my temporary code isn’t working?

If your code is not working, it might be expired. Each temporary code only lasts for 24 hours. To get a new one, you can reach out to our contact centre through 1300 255 611 or 0800 541 055 for New Zealand.

How do I find my unit?

You can access a map to guide you to your unit in the Customer Portal by clicking here.

 

What can I do if the gates are not opening?

Check your internet connection and verify whether your Bluetooth and Location Services are turned on. You might need to get closer to the gate for it to work. Be sure to only enter the facility during the access hours. If you are stuck behind a gate after hours, please contact our Contact Centre on1300 255 611 or 0800 541 055 for New Zealand.

 

What do I do if my entry buttons aren’t lighting up on the app?

If the gate entry button is not lighting up on the app, you might need to check if your internet and Bluetooth connections are working. The digital keys refresh daily on the app, and Location Services need to be enabled as well. To open your unit door, you need to press the white panel on your door until a red light appears. That will wake the controller up and you’ll be able to unlock the door from the app.

How do I share access to my unit using Bluetooth Smart Entry?

You can manage who has access to your digital keys on the Bluetooth Smart Entry app. Click on “Share Access” on the top right corner and follow the prompts to add the person you wish to share access with. They’ll need to download the app and complete the setup process.

You can revoke any access given at any time by simply clicking on the “User” menu at the bottom of the page. A list will pop up with all the users you have shared access with; if you click on the three dots next to each of them, you can then press “Remove User” and their access will be revoked.

What do I do if I want to move out of my unit?

You can schedule a move out directly on the Customer Portal. Once you have emptied your unit, use the checkout function on the Bluetooth Smart Entry app to notify staff of your move out.

The checkout function can be found at the bottom of the screen on the app; all you need to do is select the unit number and click “Checkout”. Ensure your door is left unlocked and open so staff can verify your move out.

Do I need insurance?

It is a condition of your storage agreement that you keep the goods in your storage unit insured (see Terms and Conditions). Your goods are not automatically insured when placed in our storage units.

Insurance available through National Storage is governed by Gallagher Tailored Storage Solutions PDS. Policy excess of $250 for each claim will be deducted. Insurance may not be provided to customers in arrears. For a full list of exclusions from coverage, please see pages 8 & 9 of the PDS.

Click here for the Target Market Determination. Please read the PDS, TMD and Financial Services Guide (FSG) before making any financial decision.

How do I add/purchase insurance?

Your goods are not automatically insured when placed in our storage units. You may arrange insurance on your own or alternatively, you can take out insurance through National Storage. Under current legislation, we must wait 5 days from the date you purchase storage with us. We will be in touch in 5 days with more information around our insurance.

Once the 5 day referral period has passed, insurance can be purchased through your online customer account. Your monthly insurance fee will be added to your monthly billing automatically.

You can also provide proof of your own insurance via the My Account portal.

 

How do I set up Auto Pay or Direct Debit for my storage account?

Firstly, make sure you have linked your storage unit to your online account. See FAQ: How do I manage my account online for more info.

1. Log in to your online account and select the Storage Units tab
2. Click Manage beside the unit on which you would like to update your billing information
3. Your unit dashboard will open, then select Edit Billing Details 
4. Select the unit you wish to update (Note: you can update more than one unit at the same time)
5. Select your preferred payment method
6. Follow the on-screen prompts to securely fill in your preferred payment method, agree to the Terms & Conditions, and then click Update 

How do I manage my account online?

Set up an online account

1. Click the Login button located on the top navigation bar of the website (desktop) or via the three lines in the top right hand corner of your screen (mobile)
2. Click Sign Up on the right hand side (desktop) or scroll down and click Sign Up (mobile)
3. Fill in your details and click Register 

All done, you’ve set up an online account!

If you’d like to learn more about managing your storage online, you can visit our Customer Portal Guide at https://nationalstorage.com.au/customer-portal-guide/ 

How do I pay online?

At National Storage, you can set up recurring payments to make it simpler for you to manage your account with us.

We have also made it possible for you to pay any amount towards your storage account online through your online account.

Follow the steps below, or click here to view screenshots of the process.

1. Click the Login button on the top navigation bar of the website (desktop) or via the the three lines on the right hand corner of your screen (mobile)
2. If you don’t have an account, click Sign Up and fill in the form to register OR simply login using your email address and password
3. Now that you have logged in or set up your account, you can add your unit to your profile by clicking Add Existing Unit (Note: if your storage unit is already linked to your account, proceed to step 6.)
4. Select the storage centre where your unit is located, fill in your email address and unit name, and click Get Authentication Code (Note: your unit name can be found in the communications sent from our contact centre or your storage centre eg. 14154. The email address must be the same as the one associated with the unit. You will also need to have access to the email address to retrieve the code)
5. Enter your authentication code in the box provided and click Submit
6. Now that you’ve added the unit to your account, click the Storage Units tab and then click Manage next to the unit on which you wish to make a payment
7. On your unit dashboard, click Pay Any Amount under the Next Payment section

You can also sign up to recurring billing and update payment and contact details all through your unit dashboard. Please feel free to contact our friendly team on 1300 280 247 if you need any further assistance.

Why do I need to sign a storage agreement?

The storage agreement sets out the terms and conditions of the relationship between the storage operator and the storer and it clearly spells out the rights and obligations of each party.

What access to our unit/s do we have?

Your access hours typically range from 5am – 9pm however can differ in certain centres. For more information on your preferred centre you can search for it on our Find a Centre page.

Do you have any specials?

National Storage prides itself on competitive pricing and we do provide discounts at specific centres. To find out what is available, search your preferred centre on our Find a Centre page or call our experienced team on 1300 216 803.

How much does storage cost?

At National Storage, we believe you should only pay for what you actually need. By understanding your timeframe and the items you’d like to keep safe, our storage experts determine the perfect unit for you. The cost of your storage space will depend on the amount of space that you require. Enter your suburb here to view local pricing or call our experienced team on 1300 219 924 to get a tailored quote.

What size units do you have?

We have over 60 sizes to accommodate anything you are needing to store. From small locker spaces, storing your vehicle and four bedroom home, to accommodating your small business, we have something for you! Reach out to our experienced team to get a tailored quote on 1300 216 803.

Am I automatically insured?

No, you are not automatically covered. You may arrange insurance on your own or alternatively, you can take out insurance through National Storage. Under current legislation, we must wait 5 days from the date you purchase storage with us. We will be in touch in 5 days with more information around our insurance. Once contacted, insurance can be purchased through your online customer account and will be applied to your storage unit booking.

What happens if my goods won’t fit?

All centres have a broad range of sizes, so if you have more stuff than you originally thought then we can put you into a larger unit.

Is the site secure?

We do everything we can to make sure that your goods are as safe as they would be if they were in your home. Most storage centres have a PIN access system for entry & exit of the main gate. We have 24 hours, 7 days a week video surveillance throughout our centres and many centres have individually alarmed doors. At several centres we have managers living on-site to keep an eye on things.

How often can I access my goods?

If your account is paid up, you can access your storage space whenever you need to, subject to the centre access hours. The access hours will vary from centre to centre, however you can see your preferred centres access hours on our Find a Centre page.

Do you have a key for my unit?

No. Self-storage means that you pack your unit with your goods, you lock the unit with your own padlock and hold the key. The centre staff do not hold the key to your storage space.

What do you mean by “hardstand”?

A “hardstand” is an outdoor space that is generally occupied by vehicles and boats. Some centres offer covered hardstands but they are typically open to the elements.

Do you have a bin we can use?

Yes, it is a serviced bin and a minimal cost is placed on the amount you wish to dispose of. Just speak to centre staff to organise this.

Can I give my code to others e.g. removalist or relatives?

It is recommended you do not give your code out to anyone other than the person you have nominated to have access on your contract as this protects you and others storing in the facility.

How much notice do I have to give when moving out?

Clause 8.1 of the terms and conditions in your storage agreement states that you must give not less than seven (7) days notice of your intention to move out.

Can we have access outside the advertised hours?

Yes, you can speak to the Centre Manager to make an arrangement that may be agreed upon depending on the circumstances. A fee may apply for a longer period of extended access.

How many attempts do you get if you forget your code?

If you enter the code numerous times incorrectly it is likely that it can stop you from trying for several minutes. If you cannot get access or simply have forgotten your code within office hours then come in and see the centre staff with your photo ID. Otherwise call our friendly team on 1300 216 803 to assist you outside of office hours.

It is extremely important that you do not follow anyone inside the centre without entering your code, otherwise your code will not work when trying to exit the centre.

If we run out of space, what options do we have?

If you run out of space, you can either transfer your goods into a larger unit, or you can take a second storage unit out under your name. You will need to complete a new storage agreement for the new unit.

What is the minimum storage period?

The minimum storing period is one month. If you’re after a shorter stay, get in touch with our friendly team to see how we can tailor a solution to you on 1300 216 803.

How does billing work?

We work from a monthly renewable contract, so this means you will automatically be billed for the next month when your rent expires. If you know you will be moving out, simply let our team know at least seven (7) days prior to your next billing date to avoid paying for more than you need.

My Account FAQs

How do I set up Auto Pay or Direct Debit for my storage account?

Firstly, make sure you have linked your storage unit to your online account. See FAQ: How do I manage my account online for more info.

1. Log in to your online account and select the Storage Units tab
2. Click Manage beside the unit on which you would like to update your billing information
3. Your unit dashboard will open, then select Edit Billing Details 
4. Select the unit you wish to update (Note: you can update more than one unit at the same time)
5. Select your preferred payment method
6. Follow the on-screen prompts to securely fill in your preferred payment method, agree to the Terms & Conditions, and then click Update 

How do I manage my account online?

Set up an online account

1. Click the Login button located on the top navigation bar of the website (desktop) or via the three lines in the top right hand corner of your screen (mobile)
2. Click Sign Up on the right hand side (desktop) or scroll down and click Sign Up (mobile)
3. Fill in your details and click Register 

All done, you’ve set up an online account!

If you’d like to learn more about managing your storage online, you can visit our Customer Portal Guide at https://nationalstorage.com.au/customer-portal-guide/ 

How do I pay online?

At National Storage, you can set up recurring payments to make it simpler for you to manage your account with us.

We have also made it possible for you to pay any amount towards your storage account online through your online account.

Follow the steps below, or click here to view screenshots of the process.

1. Click the Login button on the top navigation bar of the website (desktop) or via the the three lines on the right hand corner of your screen (mobile)
2. If you don’t have an account, click Sign Up and fill in the form to register OR simply login using your email address and password
3. Now that you have logged in or set up your account, you can add your unit to your profile by clicking Add Existing Unit (Note: if your storage unit is already linked to your account, proceed to step 6.)
4. Select the storage centre where your unit is located, fill in your email address and unit name, and click Get Authentication Code (Note: your unit name can be found in the communications sent from our contact centre or your storage centre eg. 14154. The email address must be the same as the one associated with the unit. You will also need to have access to the email address to retrieve the code)
5. Enter your authentication code in the box provided and click Submit
6. Now that you’ve added the unit to your account, click the Storage Units tab and then click Manage next to the unit on which you wish to make a payment
7. On your unit dashboard, click Pay Any Amount under the Next Payment section

You can also sign up to recurring billing and update payment and contact details all through your unit dashboard. Please feel free to contact our friendly team on 1300 280 247 if you need any further assistance.

Billing FAQs

How do I pay online?

At National Storage, you can set up recurring payments to make it simpler for you to manage your account with us.

We have also made it possible for you to pay any amount towards your storage account online through your online account.

Follow the steps below, or click here to view screenshots of the process.

1. Click the Login button on the top navigation bar of the website (desktop) or via the the three lines on the right hand corner of your screen (mobile)
2. If you don’t have an account, click Sign Up and fill in the form to register OR simply login using your email address and password
3. Now that you have logged in or set up your account, you can add your unit to your profile by clicking Add Existing Unit (Note: if your storage unit is already linked to your account, proceed to step 6.)
4. Select the storage centre where your unit is located, fill in your email address and unit name, and click Get Authentication Code (Note: your unit name can be found in the communications sent from our contact centre or your storage centre eg. 14154. The email address must be the same as the one associated with the unit. You will also need to have access to the email address to retrieve the code)
5. Enter your authentication code in the box provided and click Submit
6. Now that you’ve added the unit to your account, click the Storage Units tab and then click Manage next to the unit on which you wish to make a payment
7. On your unit dashboard, click Pay Any Amount under the Next Payment section

You can also sign up to recurring billing and update payment and contact details all through your unit dashboard. Please feel free to contact our friendly team on 1300 280 247 if you need any further assistance.

Why do I need to sign a storage agreement?

The storage agreement sets out the terms and conditions of the relationship between the storage operator and the storer and it clearly spells out the rights and obligations of each party.

Do you have any specials?

National Storage prides itself on competitive pricing and we do provide discounts at specific centres. To find out what is available, search your preferred centre on our Find a Centre page or call our experienced team on 1300 216 803.

How much does storage cost?

At National Storage, we believe you should only pay for what you actually need. By understanding your timeframe and the items you’d like to keep safe, our storage experts determine the perfect unit for you. The cost of your storage space will depend on the amount of space that you require. Enter your suburb here to view local pricing or call our experienced team on 1300 219 924 to get a tailored quote.

What is the minimum storage period?

The minimum storing period is one month. If you’re after a shorter stay, get in touch with our friendly team to see how we can tailor a solution to you on 1300 216 803.

How does billing work?

We work from a monthly renewable contract, so this means you will automatically be billed for the next month when your rent expires. If you know you will be moving out, simply let our team know at least seven (7) days prior to your next billing date to avoid paying for more than you need.

Services FAQs

What access to our unit/s do we have?

Your access hours typically range from 5am – 9pm however can differ in certain centres. For more information on your preferred centre you can search for it on our Find a Centre page.

Is the site secure?

We do everything we can to make sure that your goods are as safe as they would be if they were in your home. Most storage centres have a PIN access system for entry & exit of the main gate. We have 24 hours, 7 days a week video surveillance throughout our centres and many centres have individually alarmed doors. At several centres we have managers living on-site to keep an eye on things.

How often can I access my goods?

If your account is paid up, you can access your storage space whenever you need to, subject to the centre access hours. The access hours will vary from centre to centre, however you can see your preferred centres access hours on our Find a Centre page.

Do you have a key for my unit?

No. Self-storage means that you pack your unit with your goods, you lock the unit with your own padlock and hold the key. The centre staff do not hold the key to your storage space.

What do you mean by “hardstand”?

A “hardstand” is an outdoor space that is generally occupied by vehicles and boats. Some centres offer covered hardstands but they are typically open to the elements.

Do you have a bin we can use?

Yes, it is a serviced bin and a minimal cost is placed on the amount you wish to dispose of. Just speak to centre staff to organise this.

Can I give my code to others e.g. removalist or relatives?

It is recommended you do not give your code out to anyone other than the person you have nominated to have access on your contract as this protects you and others storing in the facility.

How much notice do I have to give when moving out?

Clause 8.1 of the terms and conditions in your storage agreement states that you must give not less than seven (7) days notice of your intention to move out.

Can we have access outside the advertised hours?

Yes, you can speak to the Centre Manager to make an arrangement that may be agreed upon depending on the circumstances. A fee may apply for a longer period of extended access.

How many attempts do you get if you forget your code?

If you enter the code numerous times incorrectly it is likely that it can stop you from trying for several minutes. If you cannot get access or simply have forgotten your code within office hours then come in and see the centre staff with your photo ID. Otherwise call our friendly team on 1300 216 803 to assist you outside of office hours.

It is extremely important that you do not follow anyone inside the centre without entering your code, otherwise your code will not work when trying to exit the centre.

Sizing FAQs

What size units do you have?

We have over 60 sizes to accommodate anything you are needing to store. From small locker spaces, storing your vehicle and four bedroom home, to accommodating your small business, we have something for you! Reach out to our experienced team to get a tailored quote on 1300 216 803.

What happens if my goods won’t fit?

All centres have a broad range of sizes, so if you have more stuff than you originally thought then we can put you into a larger unit.

If we run out of space, what options do we have?

If you run out of space, you can either transfer your goods into a larger unit, or you can take a second storage unit out under your name. You will need to complete a new storage agreement for the new unit.

Smart Entry App FAQs

How do I set up the Bluetooth Smart Entry app?

Setting up your Bluetooth Smart Entry app is easy. You can check the details here or follow these steps below:

1. Download the National Storage Smart Entry app on your phone – you’ll be provided with a link to do so on your move in date.
2. Open the app and enter your email address or phone number linked to your account.
3. Once you hit “Next”, you’ll get an SMS with a temporary code to fill in the app.
4. Then, fill in your details, create a password and click on “Confirm Account”.

 

What do I do if my temporary code isn’t working?

If your code is not working, it might be expired. Each temporary code only lasts for 24 hours. To get a new one, you can reach out to our contact centre through 1300 255 611 or 0800 541 055 for New Zealand.

How do I find my unit?

You can access a map to guide you to your unit in the Customer Portal by clicking here.

 

What can I do if the gates are not opening?

Check your internet connection and verify whether your Bluetooth and Location Services are turned on. You might need to get closer to the gate for it to work. Be sure to only enter the facility during the access hours. If you are stuck behind a gate after hours, please contact our Contact Centre on1300 255 611 or 0800 541 055 for New Zealand.

 

What do I do if my entry buttons aren’t lighting up on the app?

If the gate entry button is not lighting up on the app, you might need to check if your internet and Bluetooth connections are working. The digital keys refresh daily on the app, and Location Services need to be enabled as well. To open your unit door, you need to press the white panel on your door until a red light appears. That will wake the controller up and you’ll be able to unlock the door from the app.

How do I share access to my unit using Bluetooth Smart Entry?

You can manage who has access to your digital keys on the Bluetooth Smart Entry app. Click on “Share Access” on the top right corner and follow the prompts to add the person you wish to share access with. They’ll need to download the app and complete the setup process.

You can revoke any access given at any time by simply clicking on the “User” menu at the bottom of the page. A list will pop up with all the users you have shared access with; if you click on the three dots next to each of them, you can then press “Remove User” and their access will be revoked.

What do I do if I want to move out of my unit?

You can schedule a move out directly on the Customer Portal. Once you have emptied your unit, use the checkout function on the Bluetooth Smart Entry app to notify staff of your move out.

The checkout function can be found at the bottom of the screen on the app; all you need to do is select the unit number and click “Checkout”. Ensure your door is left unlocked and open so staff can verify your move out.

Insurance FAQs

Do I need insurance?

It is a condition of your storage agreement that you keep the goods in your storage unit insured (see Terms and Conditions). Your goods are not automatically insured when placed in our storage units.

Insurance available through National Storage is governed by Gallagher Tailored Storage Solutions PDS. Policy excess of $250 for each claim will be deducted. Insurance may not be provided to customers in arrears. For a full list of exclusions from coverage, please see pages 8 & 9 of the PDS.

Click here for the Target Market Determination. Please read the PDS, TMD and Financial Services Guide (FSG) before making any financial decision.

How do I add/purchase insurance?

Your goods are not automatically insured when placed in our storage units. You may arrange insurance on your own or alternatively, you can take out insurance through National Storage. Under current legislation, we must wait 5 days from the date you purchase storage with us. We will be in touch in 5 days with more information around our insurance.

Once the 5 day referral period has passed, insurance can be purchased through your online customer account. Your monthly insurance fee will be added to your monthly billing automatically.

You can also provide proof of your own insurance via the My Account portal.

 

Am I automatically insured?

No, you are not automatically covered. You may arrange insurance on your own or alternatively, you can take out insurance through National Storage. Under current legislation, we must wait 5 days from the date you purchase storage with us. We will be in touch in 5 days with more information around our insurance. Once contacted, insurance can be purchased through your online customer account and will be applied to your storage unit booking.